The 7 Causes of SaaS Customer Churn and How Customer Success Helps Preventing It

Our customers are smart. They know what they want, they know how much they want to pay for it, and they know how much is too much. With the ever growing social networks, churn, which was always an important issue, becomes a bigger challenge than ever. In this infographic, John Rode presents 7 main reasons

Great Video: What Mulan Can Teach Us about Customer Success

Whenever someone was asking me: “Mark, what do you mean when you say you measure your customer’s success as your own?, I wasn’t really sure how I can provide a clear answer that will also drive people to act the same way. Simple answer like “customer satisfaction leads to greater customer loyalty” or “customer efficiency

Lessons Learned by Fortune 500 Enterprises who Have Suffered High Customer Attrition Rate

High Customer Attrition Rate is every CEO’s worst nightmare. Rampant customer attrition has been the kiss of death for so many companies. However, a bad situation can be remedied (or preemptively avoided!) by learning from the mistakes of some of the companies who have been hit the hardest by customer attrition. Microsoft vs. Mac If

The Anatomy of a Connected Customer

Many times I face the question “what makes Customer Success different from the other SaaS company departments”. The way I see it, is that unlike other professions, that are already well-defined and outlined, customer success cannot be chained to one specific field. And if you are customer-centric, it will always find a way to “invade”

6 Customer Onboarding Mistakes to Steer Clear of

Acquiring a customer and then providing less than great onboarding, is like scaling a wall only to jump back down once you’ve reached the top. In the era of ever-growing customer expectations, unattended customers will wander off to the competition if onboarding is slow or tedious. To get over the wall, you’ll need to onboard

[INFOGRAPHIC] – Will Customer Success Managers Make More Money in 2016?

I found this great infographic we can all benefit from, which presents a salary survey and some insights on the state of the profession, which has become an inseparable part of any serious company’s culture. Nowadays, CEOs of a company who want to succeed, know they need to develop a customer-centric attitude, and put an